David Horne, managing director of London North Eastern Railway (LNER), has been appointed Integrated Chief Customer and Commercial Officer ahead of the formation of Great British Railways (GBR).
Horne will take up the new industry-wide role in November, leading the development and delivery of a single customer and commercial strategy for the railway. The work will involve collaboration with government, operators, the freight sector and other industry partners.
Bringing the railway together
Network Rail said the role was created to align customer insight and commercial priorities across the industry, while supporting efforts to increase revenue and improve the use of the railway as a whole. The organisation said Horne would help shape a “customer-first railway” and described his appointment as “another important step in bringing the railway together around the needs of its customers”.
Horne joined LNER in 2018 and has worked to strengthen the relationship between the publicly owned train operator and Network Rail’s East Coast Route. During his tenure, LNER introduced Azuma trains, Family Lounges and its LNER app, alongside wider changes to services and the customer experience.
Alex Hynes, DFTO chief executive, said: “David brings a wealth of experience, particularly in driving real, tangible change that matters to customers.
“From delivering modern trains to introducing simpler ticketing, he has shown how public ownership can deliver for the people and places it serves. His focus now turns to putting customers at the heart of a new era for Britain’s railway, as we accelerate towards GBR.”
Network Rail chief executive Jeremy Westlake said the move towards GBR presented an opportunity to put passengers and freight customers at the centre of railway operations.
He added: “That means making journeys simpler, more accessible and more reliable, and making it easier for people to choose rail. We’re delighted that David will be leading this work and helping us turn that ambition into real improvements for our customers.”